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Client Care Specialist
Client Care SpecialistNew Jersey Staffing • Trenton, NJ, US
Client Care Specialist

Client Care Specialist

New Jersey Staffing • Trenton, NJ, US
3 days ago
Job type
  • Full-time
Job description

Client Care Specialist

At H&R Block, we believe in the power of people helping people. Our defining purpose is to provide help and inspire confidence in our clients, associates, and communities everywhere. We strive to continuously improve our business and have committed to a long-term strategy and transformation plan known as Block Next. This multi-year roadmap focuses on innovation, client experience, and sustainable growth. At H&R Block, we're curious, creative, and always on the move. If you embrace challenges as opportunities and seek to make a meaningful difference where you live, work, and play, our door is always open.

A Typical Day... As a Client Care Specialist at H&R Block, you are the welcoming face and trusted guide for our clients. You play a critical role in delivering a transformative and reassuring experience by ensuring clients feel confident, informed, and cared for throughout their tax journey. Working closely with Tax Advisors, you help clients understand the process, gather necessary documentation, and prepare them for a consultative and personalized tax experience. Your ability to build trust and provide clarity is essential to fulfilling our brand purposeto provide help and inspire confidence in our clients and communities everywhere. This role is ideal for someone who thrives in a client-facing environment, values teamwork and relationship-building, and is passionate about delivering exceptional service.

It would be even better if you also had :

  • Two years of tax related experience
  • 12 years of customer service experience, preferably in a client-facing role involving digital platforms and phone communication
  • Bachelors degree or the equivalent through a combination of education and related work experience

What you'll bring to the team :

  • Serve as the first point of contact, creating a warm and professional environment that sets the tone for a positive client experience.
  • Guide clients through the intake process by collecting and organizing tax documents, identifying life events, and ensuring all necessary information is ready for the Tax Advisor.
  • Clearly communicate the steps of the tax preparation process, review pricing with clients, and answer questions to build trust and reduce anxiety.
  • Partner with Tax Advisors to ensure they have all required client information, enabling them to deliver a consultative and efficient tax preparation experience.
  • Act as a liaison between the client and the Tax Advisor, ensuring consistent communication and a seamless experience from start to finish.
  • Educate clients on H&R Block's service options and digital tools to enhance convenience and accessibility.
  • Assist clients who encounter difficulties with paying for or electronically signing their completed tax return by identifying the issue, providing step-by-step guidance, and escalating to the appropriate support channels when necessary to ensure a smooth and timely completion.
  • Handle all client information with the highest level of confidentiality and in accordance with company policies and regulatory requirements.
  • Work collaboratively with office staff and leadership to continuously improve the client experience and support office goals.
  • Conduct follow-up communications to ensure client satisfaction and encourage repeat business or referrals.

    • What you'll bring to the role

  • Excellent verbal and written communication skills, with the ability to explain complex processes in a clear and empathetic manner.
  • Strong interpersonal skills with a client-first mindset and the ability to build trust quickly.
  • Working knowledge of individual tax return preparation and relevant IRS regulations.
  • High level of confidence in leveraging technology to support client interactions.
  • Proficiency in Microsoft Office Suite (Word, Excel, Outlook, Teams) and ability to learn proprietary systems quickly.
  • Demonstrated ability to troubleshoot client issues, think critically, and resolve concerns efficiently and professionally.
  • Strong attention to detail and organizational skills to manage multiple client interactions and ensure timely follow-up.
  • Ability to prioritize tasks and manage time effectively in a fast-paced environment.
  • Self-motivated with the ability to work independently and as part of a team.
  • Flexible and adaptable to changing business needs, client demands, and evolving processes.
  • Passion for delivering exceptional service and creating a positive, reassuring experience for every client.
  • High school diploma or equivalent.

    • Why work for us

    At H&R Block, we believe and invest in our people by committing to their total well-being. Our benefit offerings can help associates plan for their unique health, wellbeing, and financial wellness needs.

    Employee Assistance Program with Health Advocate.

    Wellbeing program, BetterYou, to help you build healthy habits.

    Neurodiversity and caregiver support available to you and your family.

    Various discounts on everyday items and services.

    Benefits with additional eligibility requirements : Medical Coverage, 401k Retirement Savings Plan, and Employee Stock Purchase Plan.

    The Community You Will Join

    At H&R Block we remain committed to building a Connected Cultureone in which trust, care, and connections are how we work together as we continue to create an environment where everyone feels safe to bring their authentic self to work every day and feels like they belong as part of a larger team. You will be immersed in an exceptional work environment that is recognized throughout the world on Best Companies lists! You will also be surrounded by colleagues who are committed to helping each other grow and support each other.

    H&R Block is an equal opportunity employer.

    Pay Range Information

    The pay range for this position is listed below. Local minimum wage laws apply. This information is posted pursuant to local requirements to provide applicants with information about what they might be eligible to receive. Individual pay decisions will depend on job-related factors such as experience, education, skill, performance, and geographic location where work will be performed. Successful candidates may be able to participate in one or more incentive compensation or short-term incentive plans, which could generate additional earnings in accordance with the terms of each plan. Qualifying associates can enroll themselves and / or their eligible dependents in medical and prescription drug coverage; can participate in the H&R Block Retirement Savings Plan (401(k) Plan), the Employee Assistance Program, (virtual) fitness center programs, and the associate discount program; are automatically enrolled in Business Travel Accident Insurance; and receive Associate Tax Prep benefit.

    Pay Range $11.00 - $80.00 / Hr.

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    Client Care Specialist • Trenton, NJ, US